- Casino Vip Host Job Description
- Executive Casino Host Job Description
- Casino Floor Host Job Description
- Casino Host Definition
Casino Hosts provides excellent service to players to get them to be loyal customers. Job Description and Resume Examples A collection of job descriptions, resume examples, employment, and career resources. Many casinos, especially the larger ones, employ a team of casino hosts whose sole job is to make players happy and assist them in getting the most out of their experience with the casino, within reason, and sometimes even beyond reason depending on the value of the player. The core of a casino host's job is to get you to gamble as much money as possible. As long as they can get you to put as much money as possible into play, the casino advantage will eventually take the correct amount of it. Good casino hosts know which games have the highest house edge and highest hold percentage.
These articles are primarily written for Directors and VP of Player Development.
Job Description and Hiring
Casino Vip Host Job Description
Here are some Job Descriptions for Player Development professionals and for a PD Manager.
Do you need to prepare some interview questions? Here are 6 Things to Look for in a Casino Host New Hire And here is an interview questionnaire that you can download.
This article makes the general point that we make Casino Hosts ineffective when we overload them with too many responsibilities, and lose sight of the fact their role is player development. Are Your Hosts Really Hosts?
Which leads to our most popular article, 6 Tasks You Shouldn't Find on a Casino Host Job Description.
Coaching and Evaluation
As the manager, you are responsible for meeting regularly with each team member to give feedback on their results, and to provide individual coaching. Here are some ideas on constructive coaching:
- Here are articles that you can use to coach your Hosts.
- Communications in Player Development lays out the basis for interacting with players.
- This article has 10 Traits of Successful Hosts. As a manager, it can provide you with a check-list for evaluating your PD team.
- And here are 4 Steps to Strong Coaching from Managers that gives you detailed steps for providing feedback, improving performance, and preparing for Termination if that become inevitable.
- This article lays out a practical way for Hosts to think about approaching their goals. You would share this with Hosts that are new to having goals; and definitely discuss it with a Host that is not meeting their goals. 7 Steps For Hosts to Exceed Their Goals
At year end, you have to prepare a written evaluation and here are 7 Keys to Evaluating a Casino Host's Performance. If you can carve out the time, then also meet with each Host half-way through the year and discuss their performance in these different areas. This way, you cannot be accused of ‘surprising' the individual when you give their formal evaluation.
Conversation Pieces
These are articles of general interest to PD. You might want to share one with your team, and then have a team-discussion about what they think?
- This post describes some specific feedback from a High Roller about their likes and dislikes of the Casino; it may apply to your Property? A High Roller Told Me
- And here a couple of provocative articles about the future of our industry. 7 Ways to Blow Up Casino Marketing (1 involves PD) and How Do We Transform the Gaming Industry, Gary Vee?
Annual Plan and Budget
As you approach the annual planning process, and lay down your budget, it's helpful to review these 5 Tips for Building a Better Plan.
Setting The Strategy
Perhaps you are setting up a Host Program? This article identifies the Critical Components of Player Development.
And what is your strategy for new valuable players?
Writing Host Goals
- Why set goals? It's a lot of work! It takes a long time… Do You Want Host Goals?
- Here is a 5 page White Paper that is an Introduction to Host Goals that you might share with your GM and management team.
- Don't rush into setting financial bonuses for the goals. Here are some thoughts on an approach to implementing a bonus program.
- Have you heard of SMART goals? Every goal should be Specific, Measurable, Acheivable, Relevant, and Time-bound. SMART is a way of double-checking your Casino Host Goals to make sure you have thought them through.
- There is an annual cycle for your property; which quarters are better than others? Take a look at this example from across the US. In general Q4 is bad across the country. And so you don't want to set the same growth goal for each Quarter when those quarters vary so much.
- Take another look at the existing Goals for your team, and see if they need a tweak? Are they really just Measures and Rules? Or are they truly focused on rewarding Effort and Results? 2 Key Aspects of Goals
Management Reporting
The Importance of Pace – it is important to know where you stand every day, and not at the end of the Quarter!
Types of Goals
Retention Goals – If you do not measure Retention then you are at risk of enabling ‘churn'. This is a term used across all industries that basically asks, 'Are you busy generating new customers but losing your existing customers at the same rate?
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Take a look at our book on Amazon, Casino Host Goals – A structured approach to Player Development.
You can read the Table of Contents and purchase at Amazon.
This book is based on 9 years of helping Player Development managers to implement Casino Host Goals. So you can learn from the Hits and Misses of your peers.
Here is a list of the most basic and important responsibilities in Player Development.
Feel free to copy, paste, and use these ideas in the Job Descriptions for your Player Development team. If we are missing anything, drop an email to jparker@harvesttrends.com
Summary of Responsibilities
The main responsibility of a Player Development professional, regardless of title, is to develop and maintain effective working relationships with a casino property's very best players and provide services to them to build player loyalty and increase the number of visits or amount played (or both) from among those guests.
In order to do this, a PD pro must also develop and maintain strong working relationships with key allies throughout the property and in the community to ensure players have the experience they expect while gaming and to generate leads for new business.
Job Description for Casino Host, Executive Host, Player Development Executive
Here are the basic job functions in for everyone in Player Development (not necessarily in order of importance):
Executive Casino Host Job Description
- Establish and maintain positive customer relationships with players who meet property criteria (and with those identified to have the potential to reach that level of play)
- Maintain contact with coded players as appropriate to generate return visits and provide exemplary service.
- Interact with players in person on property, as well as via telephone, e-mail, text message, and written correspondence
- Represent the property as a role model of customer service and professionalism
- Effectively use out-bound phone-calls to keep contact with players that have not visited the property, and to market VIP parties and events.
- Network among coded players to build relationships among the best customers and to generate leads for new high-worth players
- Learn about and tailor services to guests' preferences, likes and dislikes
- Resolve player issues, whether real or perceived, to the guest's satisfaction
- Find the right balance in every situation between the guest's desires and the property's rules, regulations and guidelines (There is always a way.)
- Invite players to events, tournaments, shows, etc., according to their interests
- Make hotel, show, dining and other reservations and communicate same to guest
- Issue complimentaries or other offers to guests as play and property guidelines warrant
- Host special events, player parties, property promotions and other activities as needed
- Provide information to team and property leadership related to guest feedback, suggestions, concerns or issues
- Maintain confidentiality of information about both customers and property; share carefully
- Participate in brainstorming and planning sessions for Player Development program
- Prepare and submit reports on activities as directed, complete and on time
- Strive to achieve and exceed goals and metrics/objectives
Job Description for Player Development Manager
A Player Development Manager has 5 main responsibilities:
- Grow the business; set and monitor achievement of goals and metrics for the team in alignment with the property's business objectives.
- Regularly review and re-code the players to focus the PD team on the highest potential.
- Coach the hosts on how to improve their skills, grow their business, and meet their goals.
- Resolve guest issues when they have to be escalated to management.
- Manage the team, the budget, the reporting, and the logistics of events.
Casino Floor Host Job Description
If you are a Player Development Manager (or other team leader) you are responsible for:
Casino Host Definition
- Setting SMART Goals and metrics for each host and for the team (with a stretch!)
- Monitoring pace toward goal achievement
- Analysis of coded and potential high-worth player data
- Assigning/coding players to hosts
- Coaching staff as needed
- Regular and consistent communication with all direct reports
- Preparing and submitting activity and departmental reports as assigned
- Attending meetings as a representative of the Player Development team
- Participating in brainstorming and planning sessions for marketing
- Implementing programs, events, promotions, etc. for the Player Development team
- Providing assistance for marketing events as required
- Resolving player issues, real or perceived, when host is unable to do so
- Setting an example of excellent customer service
